ByteFederal Australia is looking for a talented, personable Customer Success professional to become the primary voice of our business.
This is a full time, in-office inbound/outbound role: you'll resolve what comes to you and proactively reach out to keep customers supported, informed, and satisfied as well as assist our team in core administrative tasks.
It's a unique chance to be a foundational customer-centric individual in a fast-growing corner of the Australian fintech and Web3 sector.
About Us
ByteFederal Australia (BFA) is a leading fintech innovator transforming how consumers buy, invest, and transact in the digital asset economy.
Operating as Australia's emerging Digital Asset Financial Services Group, BFA Group spans an integrated ecosystem covering crypto infrastructure and payments, private digital asset investment advisory and real-world asset tokenisation.
The Role — Inbound
Answer incoming calls from digital asset infrastructure customers — transaction queries, troubleshooting, general support
Support ByteConnect merchants with payment terminal and gateway queries
Take and resolve customer requirements where possible
Guide customers through KYC/onboarding steps by phone
The Role — Inbound (Digital) & Outbound
Monitor and respond to live chat and the general customer service inbox in real time
Triage every enquiry — resolve directly or escape appropriately; log all interactions in the CRM/ticketing system
Follow-up on onboarding relating to customer acquisitions
Administrative support across our group




Administration & Reporting
Maintain CRM/record hygiene for customers and merchants
Draft routine customer correspondence and manage shared inboxes
Provide scheduling support and handle customer-related documentation
Prepare light-touch weekly/monthly reporting on call and enquiry volumes and response times
Required Skills & Experience
Strong written and verbal communication — calm, clear, and patient with non-technical customers
Confidence handling both inbound and proactive outbound calls
Ability to troubleshoot and support customers through technical client-side and kiosk issues
Working knowledge of onboarding/KYC/escalation processes, or a demonstrated ability to learn a regulated process quickly
Comfort operating with ambiguity in a fast-moving small business environment
Basic financial/customer-service literacy
Preferred Qualifications
Prior customer support experience in fintech, banking, telco, or another regulated/transaction-heavy industry
Familiarity with digital asset/Web3 fundamentals
Experience with a CRM (Zendesk, Freshdesk, HubSpot, or similar)
Direct prior exposure to KYC/AML processes or compliance-adjacent customer service
What We Offer
A genuinely foundational customer-facing role in a fast-growing Australian fintech business
Direct exposure across digital asset infrastructure operations, merchant support, and compliance-adjacent work
A small, close-knit team where your input and judgment are valued from day one
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📌 Customer Success Representative (New South Wales)
🏢 ByteFederal Australia
📍 New South Wales